As a Service Delivery manager, the candidate shall:
Manage the onsite and off-shore teams of Service Desk / NOC, Desktop Support, Network Engineers, Systems Engineers and Database Administrators for SLA based and process driven 24x7x365 customer service delivery of infrastructure and application support in an outsourced arrangement.
Drive, manage and monitor daily incident, problem, RCA, change and risk management processes with continuous service improvement plans.
Have the direct accountability and responsibility for the achievement of contracted SLA and customer satisfaction targets.
Be responsible for solving complex customer service issues and proactively prevents negative application & infrastructure service events.
Deliver an effective and efficient approach to customer service with an unwavering focus on maintaining high availability for customer's portfolio of IT infrastructure and applications and increase the operational efficiency by reviewing and revising the ITIL based processes.
Coordinate support and manage third party vendor relationships for the services in the critical path of the SLA / delivery.
Build and partner productive working relationships with customer representatives, peers, leadership with an emphasis on achieving common business objectives.
Collaborate with application development & QA and Program Management teams for effective support of various environments, setup of new environments / requirements.
Develop and present executive summaries/dashboard and SLA reporting as required to customer's senior leadership (CIOs, VPs)
Ensure proactive & reactive remediation, based on detailed metrics and data analysis of application & infrastructure monitoring.
Work with Account Management and senior management to ensure services are delivered satisfactorily and be responsible for service excellence and high client satisfaction.
Manage and contain the cost and the budget for the team.